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Customer relations

Customer relationship: the stakes Customer relationship: building trust Customer relationship: practising active listening Customer relationship: reaching agreement Developing loyalty through customer relationships Key factors in long-term customer relationships Role of the manager in long-term customer relations Building customer enthusiasm Handling claims in long-term customer relationships Developing internal cooperation for customers

Sales

Take the buyer's view Preparing for shared success Discover the hidden world of your buyer Presenting your offer with passion Steering the way to mutual agreement Building sustainable shared success The art of persuading through listening Convincing customers with a winning offer Using formal power to encourage debate Using emotions to build trust Using your charisma in difficult situations

Commercial Negotiation

Background to commercial negotiations Preparing commercial negotiations Commercial negotiation: 7 keys to effective meetings Commercial negotiation: coping with the pitfalls Commercial negotiation: Asserting yourself

Commercial Management

The roles and attitudes of successful sales managers Managing your sales team through uncertainty and change Managing sales activity through uncertainty and change Successful commercial meetings Motivating your sales team for action Overview of best practices in wage policy Using freedom to build loyalty in sales people Manage sales people's sensibility to build loyalty Using ambition to build loyalty in sales people Managing the unexpected when building loyalty

Sales and negotiation for non-sales professionals

Sales for non-sales managers Negotiation for non-sales managers

Key Account Management

The importance of the Key Account Manager Analysing strategic customers successfully Identifying the stakes of the Account Business Plan Managing action plans in teams Removing the five major obstacles to effectiveness